Customer Service Specialist (Temporary and Remote)

About the role: The Customer Service Specialist (CSS) successfully works with prospects and existing customers by offering a world-class experience throughout all points of contact. This role collaborates cross-functionally with teams across Lingraphica’s business units to improve customer-facing channels. The CSS is responsible for addressing non-product inquiries, resolving Tier 1 issues, and properly triaging and escalating customer concerns. Tier 1 issues include basic troubleshooting for all Lingraphica products such as free apps, customer accounts, and devices. This position is responsible for providing exceptional customer service in a timely manner. 

Responsibilities: 

• Maintains awareness of relevant company updates, products, and processes needed to perform assigned responsibilities  

• Comfortably interacts with prospects and existing customers by providing a superb experience to both create and maintain relationships/partnerships 

• Proactively follows up with customers to ensure their concerns are resolved 

• Communicates with potential and existing customers through multiple platforms including inbound calls, outbound calls, e-mail and online chat 

• Recognizes opportunities to support customer progression by identifying potential engagement needs and ensuring timely handoff to the appropriate team. 

• Manages frontline activities using a ticket system to document issues, opportunities, and “transfers” to departments for follow-up 

• Assists with de-escalating customer service matters including but not limited to:  
  • Technical issues with our devices, websites, online therapy platform 
  • Shipping 

• Provides education on Lingraphica's products, services, and trial process while identifying engagement opportunities and appropriately connecting prospective customers with the Intake & Engagement team for consultative follow-up. 

Minimum Qualifications: 

• Bachelor’s Degree or equivalent combination of education and experience 
• 2 years Customer Service experience 
• Proficiency with Microsoft Office, VOIP, Zoom 
• Curious thinker with a desire to improve existing processes  
• Excellent communication skills (written, verbal and listening) 
• Ability to assist individuals who have aphasia and other speech/language challenges with empathy and compassion 
• Able and eager to deliver a positive customer experience 
• Excellent time management and multi-tasking skills 
• Ability to perform above expectations in a fast paced and dynamic environment 
• Teamwork, especially as an expert at getting things done, all with a positive attitude 

Preferred Qualifications: 

• Experience offering Tier 1 customer support 
• Experience with HubSpot or other CRM 
• Fluent proficiency in Spanish